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The process used to verify service delivery. This might include changes to the forms <br /> completed by riders to verify that service was provided to eligible riders, the cross-check of <br /> reported trips with forms distributed,possible cross-checks of reported subscription rides with <br /> agency program attendance records,possible random calls to riders, etc. <br /> The process used to validate contractor billings. This might include estimating trip miles and <br /> cross-checking actual miles with these estimates,requesting that receipts from fare machines be <br /> attached to coupons, or that additional information from driver or dispatcher logs be provided. <br /> Procedures used to monitor service. In a system that relies heavily on outside contractors, <br /> service monitoring is critical. Service monitoring should include regular review and analysis of <br /> service data as well as"on-street"monitoring activities. In this area,the Contractor shall <br /> examine the types of data regularly collected and analyze by DPTS staff. This might include <br /> data on on-time performance,trip denials, no-shows and missed trips, and complaints and <br /> incidents. The Contractor shall review how this information is used to identify and correct <br /> service problems. For example, is complaint information tabulated by company, vehicle, and <br /> driver to identify the need for vehicle inspections or reviews of driver records? Is complaint <br /> information made available to on-street service monitors so that targeted monitoring of service <br /> can be arranged? Is overall carrier performance used to determine how much service should be <br /> assigned to each carrier? <br /> Validation of reported performance shall also be considered. For example, is on-time <br /> performance (actual reported times) spot-checked by service monitors? <br /> The Contractor shall also develop recommendations for monitoring activities that supplement <br /> data collection and analysis. This might include monitoring of the reservations and customer <br /> service phone lines (recordings),placing a mobile radio tied into the dispatch systems of each <br /> carrier at the DPTS staff offices to allow radio transmissions to be monitored, random telephones <br /> surveys of a small percentage of riders after each day of service to gauge service quality, random <br /> on-street monitoring activities, and the frequency and content of desk audits of carriers. <br /> Potential uses of advanced technologies. Possible uses of technologies to enhance <br /> performance shall also be considered. This might include alternate reservations, scheduling and <br /> dispatch systems, phone monitoring systems, AVL systems, and mobile data terminals (MDTs). <br /> Recommendations also shall draw from the experiences of peer systems with similar taxi-based <br /> services. <br /> Possible Alternative Service Designs <br /> Finally,the Draft Report shall consider alternative service designs. At a minimum,the <br /> following design options shall be considered: <br /> Service by the Transit System and local taxi companies. The current design, with some <br /> improvements, shall be considered. Possible improvements shall include the short-term <br /> recommendations listed above. This option shall also explore the costs, benefits, and operational <br /> Decatur Public Transit System 21 Paratransit Planning Study Agreement <br />